Director of Customer Success

| Greater Denver Area | Hybrid
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Job Description

The Director of Customer Success will develop the strategy to deliver an extraordinary customer experience that meets the needs of both our enterprise and midmarket customers enabling them to receive maximum value from our solutions. This role will be an expert on the customer experience and will work to minimize friction in the onboarding process and ongoing. Key areas of focus are to drive continued strong customer retention performance, and optimized account expansion. This role will manage a team of Customer Success Managers to effectively engage with client stakeholders, assist in driving strong product adoption, and provide best practice recommendations. The Director of Customer Success will collect and leverage data to inform new initiatives that can continually improve the customer experience, all to ultimately drive long-term customer value.

 

Key Metrics: NPS, Customer Retention, Upsell Opportunity Identification 

 

In this role you will: 

  • Personify our Customer Experience Mission Statement – Listen, understand, design, and lead to deliver an extraordinary experience and game changing results. 

  • Work with our Sr Leadership team to establish executive relationships with our largest strategic accounts 

  • Work closely with customer support to evolve the roles of CS and Support to meet the customer needs in the most efficient manner possible. 

  • Evolve our current implementation model to support a product led model and provide multiple implementation paths for different sized customers 

  • Enable and hold team accountable for identifying and developing upsell opportunities that solve new problems and deliver new value for customers. 

  • Coach the team through pricing and negotiation techniques, and provide tactical training on creating and managing opportunities and quotes through an opportunity lifecycle. 

  • Solicit customer feedback and input and incorporate into offerings and product roadmap 

  • Maintain & evolve the current services portfolio while meeting and exceeding operating and financial goals 

  • Work cross-functionally to identify and analyze success drivers and areas of risk, and partner with stakeholder leadership within CS, Sales, and Product to implement continued improvements across the customer lifecycle 

  • Translate use cases to measurable outcomes/metrics that we can jointly monitor with the customer to show solution impact 

  • Teach and coach the team on driving proactive renewal management and renewal forecasting 

  • Ensure that the CSMs are monitoring product adoption data; where appropriate, provide best practices to customers to further leverage the product 

 

Skills & Experience 

10+ years of Customer Success or account management experience, ideally in SaaS environment 

  • History of strong net revenue retention with your customers 

3-5 years of experience leading an account or customer success team with bookings and revenue responsibilities within a SaaS organization. 

  • Experience in developing and coaching leaders within Customer Success 

Managed and recruited a team, savvy at setting customer success team targets 

Excellent ability to manage stakeholder expectations (for example, with Prospects/Customers/Internal Stakeholders) 

  • Experience in creating Customer Success workflows, templates, and playbooks 

Has proven track record of achieving project success within (or ahead) of timelines 

  • Experience with multi-unit restaurant and retail companies is a plus 

Excellent communication and diplomacy skills 

  • Strong technical skills, including knowledge of IT networks, mobile apps, cloud environments, and basic coding 

  • Experience with Salesforce and Desk platforms (or similar CRM/Support solutions) 

  • History of using Customer Success systems

  • Proficient in Office software, including basic data analysis in excel 

  • Hard core about getting things done, while at the same time maintaining a spirit of collegiality and vibrant sense of humor 

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • VueLibraries
    • Node.jsFrameworks
    • SymfonyFrameworks
    • ZendFrameworks
    • AngularFrameworks
    • MariaDBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • Chorus.AICRM
    • DocuSignCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • ZoomInfoLead Gen

Location

We're a high tech company located in the Denver Tech center close to a number of great local eateries.

An Insider's view of PlayerLync

What’s the vibe like in the office?

Fun, collaborative culture focused on exceeding goals and celebrating the wins. Casual and team based atmosphere centered around providing the best service and solution to our customers.

Brad

Account Executive

What projects are you most excited about?

Working with all of our teams to architect a SaaS based platform for the PlayerLync solution. This project will give us the opportunity to build, maintain, and manage a highly scalable solution that utilizes modern technologies to help solve real problems for our customers. A project of this magnitude is a once in a career opportunity!

Dean

Director of Operations

What are some things you learned at the company?

My experience at PlayerLync has helped me learn about databases, API’s, workflow, and much more. I have gained knowledge in areas I didn’t expect, such as programming and automated testing. But most of all, I’ve learned how to best communicate with others on a team and work together to solve problems that affect a larger group of individuals.

Cory

Junior QA Engineer, Development

How do you empower your team to be more creative?

By giving folks the freedom to try new things or new ways. There is rarely one right way, and it's only through trying new things that people or teams reach greatness.

Gary

Head of Marketing & Channels

How would you describe the company’s work-life balance?

On my first day, our CEO left me a note with “More life!” written at the bottom. I've seen this in the work/life balance this company pushes its employees to have. I work hard and play hard at PlayerLync and am ultimately more successful and fulfilled because of the balance!

Mallory

Customer Success Manager

What are PlayerLync Perks + Benefits

PlayerLync Benefits Overview

We value culture first and foremost by supporting a work hard, play hard mentality. We offer a variety of perks to make your workday enjoyable such as office snacks, shuffleboard, ping pong, and an on-site gym. We offer a medical plan that has 100% employer paid premiums and strive to add at least one major benefit or perk each year. We support an open door policy and strive to maintain the positive energy of a small start up as we grow and scale our business!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Disability insurance covers 60% of annual salary up to $6,000 monthly maximum payout.
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 12 weeks of parental leave for the primary caretaker. PlayerLync also provides 2 weeks of leave for the secondary caretaker.
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Sabbatical
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
PlayerLync offers a quarterly company outing. Past events have included bowling, Family Summer Picnic, Annual Vail getaway, and our Holiday Party!
Free daily meals
Snack wall ALWAYS full of tasty treats, supplemented by regular team meals. Teams who eat together stay together. :-)
Free snacks and drinks
We have a constantly stocked kitchen with a wide variety of snacks, an Espresso machine, fresh fruit and monthly birthday cake celebrations.
Some meals provided
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Free access to our fitness center IN the building
Onsite gym
Professional Development Benefits
Job training & conferences
Professional Development budget is available for job related continuing eduction.
Lunch and learns
PlayerLync offers lunch and learns for team trainings and kick off meetings
Promote from within
Continuing education stipend
We offer up to $500 annually for classes, professional memberships, and other development opportunities that directly apply to each position.
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
We will reimburse 50% of team member training/development costs up to $500 in a 12 month period.

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